Brac Bank

1

Chapter: 1

1.1 Introduction:

BRAC Bank Limited is a full service scheduled commercial bank. It has both local and

international institutional shareholder. The bank is primarily driven with a view of creating

opportunities and pursuing. Market niches not traditionally meet by conventional banks. BRAC

Bank has been motivated to provide “best-in-the-class” services to its diverse assortment of

customers spread across the country under an on-line banking dais. Today, BRAC Bank is

one of the fastest growing banks in the country. In order to support the planned growth of its

distribution, network and its various business segments. The bank wants to build a

profitable and socially responsible financial institution. The bank maintains a high level of

standards in everything for our customers, our shareholders, our Acquaintances and our

communities upon, which the future affluence of our company rests. BRAC Bank Limited is a

scheduled commercial bank in Bangladesh. It established in Bangladesh under the Banking

companies Act, 1991 and incorporated as private limited company on 20 May 1999 under the

companies Act, 1994.

1.2 Scope of the Study:

The primary objective of the bank is to provide all kinds of banking business. BRAC Bank

Limited is a fully operational commercial bank that was founded in July 2001 by BRAC

NGO, one of the largest development finance institutions in the world. The bank’s

objectives include providing comprehensive commercial banking services, building a

profitable and modern, full-service financial institution, and pursuing profitable market niches in

the Small and Medium Enterprise (SME) business sector not traditionally met by conventional

banks.

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1.3 Objectives:

The main purpose for making this report to known about General Baniking Activities of BRAC

Bank Ltd. The specifics objective maybe show as under-

To know about the banking acitivites of BRAC Bank Limited

To identify problems relating to general banking operation of BRAC Bank.

To gain practical experiences and apply the theoretical knowledge in real life.

To suggest any recommendation if necessary.

1.4 Methodology:

In order to meet the needs of fulfilling the objectives of the report secondary data are required.

The information for the organization part of the report was collected from secondary sources.

There are two types of sources

Primary Data Sources.

Secondary Data Sources.

Primary data are collected through

Observing the day-to-day activities of the bank.

Interviewing the bank officials.

Interviewing the customers of the Bank.

Informal conversation with clients.

Secondary data are collected through

Manuals & Annual Report of BRAC Bank Limited.

Official web site.

Banking Journals.

Research Paper.

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1.5 Limitation:

There are some limitations of this study for making this report on BRAC Bank Limited (BBL) .

There are give below:

To continue study in such a vast requires a big deal in time. As an Internee I had only 3

months time, which is not enough.

To collect information I faced difficulty because of the excessive nature of confidentially

maintained by the officials of BRAC Bank.

Available data also could not he verified. In most cases I simply did not have any option

but to furnish with data without verification.

It requires lot of assistance from all level officers and staffs but as bank the officer were

busy in doing the their jobs.

The study was limited by the availability of the data.

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Chapter: 2

2.1 Overview of BRAC Bank:

BRAC Bank Limited (BBL) is a fully operational commercial bank that was founded in

July 2001 by BRAC NGO, one of the largest development finance institutions in the

world. The bank’s objectives include providing comprehensive commercial banking

services, building a profitable and modern, full-service financial institution, and pursuing

profitable market niches in the Small and Medium Enterprise (SME) business sector not

traditionally met by conventional banks. The bank’s main portfolio products include loans

for small and medium sized entrepreneurs; personal loans, credit cards and multiple deposit

accounts for retail customers; and specialized retail products tailored to religious restrictions.

The bank also provides corporate deposit and loan products as well as non-resident Bangladeshi

remittance services. BRAC’s distribution.

network of 151 branches including 81 branches, 48 SME Krishi Branches, 22 SME

service center, 429 SME unit offices and 280 ATMs across Bangladesh and now reach

more than 10,00,000 retail customers. The Bank is constantly coming up with new products.

Recently BBL has introduced Visa Silver and Visa Gold both Local and International credit

cards; and further more the Bank is in the process of introducing VISA Debit card. In the years

ahead BRAC Bank expects to introduce many more services and products as well as add a wider

network of SME unit offices, Retail Branches and ATMs across the country. The Banks operate

under a “Double Bottom Line” agenda where profit and social responsibility to hand in hand as it

strives towards a poverty free, enlightened Bangladesh.

2.2 Vision for the Future:

Building profitable and socially responsible financial institution focused on market and business

with growth potential thereby assisting BRAC and stakeholders to build a just enlightened

healthy democratic and poverty free Bangladesh.

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2.3 Corporate Mission:

Sustained growth in Small & Medium Enterprise sector

Continuous low-cost deposit Growth with controlled growth in retail assets.

Corporate Assets to be funded through self-liability mobilization. Growth in Assets

through syndications and investment in faster growing sectors.

Continuous endeavor to increase non-funded income

Keep our debt charges at 2% to maintain a steady profitable growth

Achieve efficient synergies between the bank’s branches, SME unit offices and BRAC

field offices for delivery of remittance and Bank’s other products and services

Manage various lines of business in a full controlled environment with no compromise on

service quality

Keep a divers, far flung team fully controlled environment with no compromise

on service quality

Keep a diverse, far flung team fully motivated and driven towards materializing

the bank’s vision into reality.

2.4 Corporate Value’s:

Our Strength emanates from our owner - BRAC. This means, we will hold the following values

and will be guided by them as we do our jobs.

Value the fact that we are a member of the BRAC family.

Creating an honest, open and enabling environment.

Have a strong customer focus and build relationships based on integrity, superior

service and mutual benefit.

Strive for profit & sound growth.

Work as a team to serve the best interest of our owners.

Relentless in pursuit of business innovation and improvement.

Value and respect people and make decisions based on merit.

Base recognition and reward on performance.

Responsible, trustworthy and law-abiding in all that we do.

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2.5 Organ gram:

The Board of Directors is the top management and policy-making body of BRAC Bank

Limited. Presently the Boars consist of a chairman and four directors. It is to be noted that the

managing Director, is also a member of the Board. Directors are appointed from amongst those

who have had experience and shown capacity in the field of finance and banking, trade,

commerce, industry agriculture. The Chief Operations officer executes all the activities under

the direction of the board. The officers and the other line and staff personnel are appointed by

Bank’s own Recruitment Committee.

Managing Director

Deputy Managing

EVP & Chief

operation

VP& Head of SME

A VP & Head of

credit

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2.6 Shareholding Structure:

(http://www.bracbank.com/Shareholding-Structure.php)

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2.7 Corporate Information at a Glance:

Registered Name BRAC Bank Limited

Slogan Committing Human Capital to our growing economy.

Date of Incorporated 1999

Head Office 1,Gulshan Avenue,Gulshal-1,Dhaka-1212

Chairman Mr. Fazle Hasan Abed.

Managing Director & CEO Mr. Syed Mahbubur Rahman

Board of Directors 8

Number of Branches 157

Number of Employees 7000(Approximately)

Authorized Capital 12000 Million

Paid Up Capital 3,854 Million

Service Provided

Deposit scheme, SME loan, Credit facility and Foreign

exchange service.

Banking Operating System Both conventional and foreign exchange System

Technology Used

Member of SWIFT, Enterprise Resource Planning (ERP),

Onlin

e Banking and UNIX based Software.

E-mail [email protected]

Website www.bracbank.com

SWIFT BRAKBDDH

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2.8 Departments of BRAC Bank Limited:

BRAC Bank Limited has the following department-

Human Resources Department

Financial Administration Department

Loan Administration Division

Credit Division

SME Division

Internal Control & Compliance Department

Marketing & Product Development

Remittance Operation Department

Treasury Division

General Services division

Information Technology Department

2.9 Performance of BRAC Bank Limited:

Fastest growing bank in the country for the last two years

Leader in SME financing through 350 offices

Biggest suit of personal banking & SME products

Large ATMs (Automated Teller Machine) & POS (Point of Sales) network.

2.10 Information Technology in Banking Operation:

BRAC Bank Limited has adopted automation in banking operation from the first day of its

business. The main objective of this automation is to provide efficient and prompt services to its

valued clients. At present all the branches of the bank are computerized to provide best security

to the information. BRAC Bank Limited is providing comprehensive range of banking services

with utmost care and efficiency to its Consumer. Ascend Millennium Banking System is

developed and customized by South Tech Ltd. Several numbers of system analyst and

programmers are dedicated towards development and customization of the software and after

sale service.

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2.11 Technology:

BRAC Bank Limited Brings 36 branches under one umbrella, introducing SMS Banking,

Internet Banking and interfacing ATM Network through the Online Banking software which has

been the major achievements. Consequently our Consumer is enjoying services from Anywhere

Anytime. BRAC Bank is the first bank to online the rural branches.

2.12 Corporate Social Responsibility:

Just as BRAC Bank have a corporate identity and also a social identity too. As a bank BRAC

Bank are socially responsible. Fifty percent of It’s Loan portfolio is diverted to Small and

Medium Enterprise banking, and as a financial intermediary it channel funds from the surplus

ends to the needy. Country-wide network of SME Units cater to the needs of small entrepreneurs

to help them build their asset base. BRAC Bank is market leaders in SME, striving for socio-

economic upheaval in Bangladesh. A portion of its revenue is channelled to support BRAC

schools, where children study for free. 70% of these children are female.

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Chapter: 3

3.1 General Banking Activities:

General banking is the starting point of all the banking operations. It is the department, which

provides day-to-day services to the customers. Every day it receives deposits from the customers

and meets their demand for cash by honoring cheques. It opens new accounts, remit funds, issues

bank drafts and pay orders etc. Since bank is confined to provide the services every day, general

banking is alos known as ‘retail banking’.

General banking is the heart of banking activities. Total banking procedure start with this

department. The detailed description of general banking is given below.

Term Deposit:

FDR: High interest fixed deposit.

Money Multiplier: Double/Triple/Quadruple your deposit in a fixed amount of time.

IFFD: You do not need to wait for maturity date to get interest, take instant interest

on your deposit.

FFD: Freedom Fixed Deposit, highest interest rate ever offered by BRAC Bank Ltd.

3.1.1 Accepting Deposits:

Accepting deposits is one of the most important functions of commercial banks. The deposits are

accepted by BRAC Bank may be classified in to

a) Demand Deposits

b) Time Deposits

a) Demand deposits:

Demand deposits are those, which are withdrawn able on demand by using check. The demand

deposits accounts are

1. Saving Account

2. Current Account

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b) Time Deposits:

Time deposits are such deposits, which are not, withdrawn able on demand but con be drawn

after a stipulated time. Banks pay higher interest rate against such type of deposit account. There

are many time deposit accounts.

3. Fixed Deposit Receipt Account (FDR)

4. ABIRAM Account

5. Short Term Deposit (STD)

6. Deposit Premium Scheme (DPS)

7. Premium Term Deposit

1) Savings Account:

Savings bank account is a demand deposit. It can be withdrawn able by using check. It is a good

means of accumulating the savings from the large section of the population with lower income.

Bank pays interest on saving account. Currently BRAC Bank is ‘Paying interest of 5.50% per

annum. The depositor can deposit sum of amount whenever he wants, with minimum balance

restriction. Benefits received from saving account.

Interest is paid on a daily balance method.

Interest is given for each day for whatever balance is maintained in the account that day.

Interest paid at 6% per annum on days when the balance is under TK 20,000.

There is no restriction on the number of withdrawals.

No forfeiture rules or hidden cuts.

There is no requirement for notices to be given before making a withdrawal.

The account holders will receive some other benefits. Such as:

He/she is eligible to apply for the personal loan packages and can also open other

additional accounts and fixed deposit with the bank.

He/she will receive preferential treatment at the time of processing of their loan

applications.

He/she will receive discounts on remittance commissions.

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Opening of Savings Account:

Any person who is of sound mind including a minor can open a savings account. The

requirement to open an account is as follows:

1. Bank’s prescribed account Opening form to be signed by applicant in front of

BM/RM/CSM.

2. Two copy of recent passport size photograph attested by the introducer.

3. Specimen Signature Card to be signed by the applicant in front of BM/RM/CSM.

4. Any of the following identification documents like current valid passport, proof of

address, ID card, commissioner certificate etc. In this case Certifier should attest

applicant’s photograph along with signature.

2) Current Accounts:

Current account is an account where the account holder-within the funds can make numerous

transactions without any restriction. No interest is paid on these deposits. Current account is

mainly suitable for business transaction. However, it can be opened by any individuals aged 18

years and above.

Benefits received from Current Account:

There is no restriction of the number of withdrawals.

There is no restriction of the amount or size if a withdrawal.

No forfeiture rules or hidden cuts.

No requirements for notice to be given before making a withdrawal.

Opening of Current Account:

Current account is opened by Individual, Joint, Partnership Firm, Sole Proprietorship, Club or

Society, Public or Private Limited Companies for different purposes. There is also some

difference as to open an account by different concerns.

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The procedure for individual and joint Account:

The following documents duly completed shall be obtained from the Consumer at the time of

opening of Current Deposit Account for Individual and Joint Account:

1. Bank’s prescribed account Opening form to e signed by applicant in front of

BM/RM/CSM.

2. Two copy of recent passport size photograph attested by the introducer.

3. Specimen Signature Card to be signed by the applicant in front of BM/RM/CSM.

4. Any of the following Identification documents:

Table : Identification Documents

Name of Identification document Issuing Authority

Current valid passport Passport office

Valid driving License Bangladesh Road Transport Authority

Voter ID Card Election Commissioner

Armed forces ID cared Employer or Their Delegate

A Bangladesh employer ID card bearing the

Photograph and Signature of the applicant

Employer or their delegate

A certificate forms any local government

organs such as Union council chairman,

ward commissioner etc. In this case certifier

should attest applicants Photograph along

with signature.

Up chairman or Ward Commissioner.

Trade License with photograph can be

accepted for individual’s

Local Government authority. Up Chairman,

Pourashava Chairman or Ward

commissioner.

3) Fixed Deposit Receipt Account (FDR):

Fixed deposits are time deposit or time liabilities. Banks pays higher rates of interest, as the

deposit is not withdrawn able or demanded. The Fixed Deposit account is opened for a fixed

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period; it may be 1 month, 3 months, 6 months, 1 year, 2 years and 3 years. Different rates or

interest are allowed for different period and also depend on amount.

Opening of Fixed deposit Receipt (FDR) Account:

Before opening a Fixed Deposit receipt (FDR) Account a CONSUMER must have an account

with the bank. Then the CONSUMER has to fill up an application form that contains the

following:

Amount in figures

Beneficiary’s name and address

Period & date of issue

Rate of Interest

Date of maturity

Instructions if any

After the submission of the Bank’s prescribed account opening form dully filled up, the

following woks have to be done:

Specimen Signature Card to be signed by the applicant in front of BM/RM/CSM.

Two Passport size photograph of the account holder.

Depositing the amount in his account.

Bank will issue FDR receipt.

Maturity Date and Withdrawals:

The following points are considered regarding maturity period and withdrawals or Fixed Deposit

Receipt (FDR) account:

The Fixed Deposit Receipt will be matured after the specified period.

If the FDR is withdrawn before maturity period, interest will be issued.

Interest is calculated par annum basis. Interest rate is 7.75% to 8.50%.

At the maturity period on the account holder should come himself and put his specimen

signature on the back of Fixed deposit

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4) Abiram Account:

BRAC Bank Abiram Account is a special type of Fixed Deposit Scheme, which offers the

flexibility and comfort of having a guaranteed monthly return on your investment. An amount of

cash is deposited n Bank for a fixed period specified in advanced in this deposits. Banks pays

higher rates of interest, as the deposit is not withdrawn able on demand. The Abiram account is

opened for a fixed period. The period may be one year, two year, and maximum of three years.

Different rates of interest are allowed for different period and it also depends on amount.

Opening of Abiram account:

Before opening an Abiram Account a CONSUMER must have an account with the bank. Then

the CONSUMER has to fill up an application form that contains the following:

The Abiram Account will be matured after the specified period.

If the Abiram account is withdrawn before the maturity period, interest will be issued at

the prevailing Sevings Account rate.

Interest is calculated on a monthly basis. Interest rate is 8% to 7.5% depending on

amount and time.

At the maturity period the account holder should come himself and put his specimen signature of

the back of Abiram account receipt. Then the banker verifies the signature and retains the

Abiram Account receipt and will give him the amount in cash or as required. Abiram account

offers loan facilities up to 95% of deposit.

5) Short Term Deposit Deposit Account (STD):

In Short Term Deposit account, the interest is calculated on daily basis. The interest offered for

STD is less than that of savings account. Various big companies, organizations, Government

Departments etc keep money in STD account. Frequent withdrawal is discouraged and requires

no prior notice. The rate of interest for STD account is currently 5% per annum and the

investment should be minimum one Lac and above.

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In BRAC Bank, usually customer gives an instruction to the bank that their current account will

be transferred to the STD account. So Bank follows this instruction by giving following entries,

Consumer’s Current Account Debit

Consumer’s STD Account Credit

6) Deposit Premium Scheme (DPS):

BRAC Bank introduces the Deposit Premium scheme (DPS), a truly special savings plan that

allows saving on a monthly basis and getting a handsome amount at maturity. An amount is

deposited in a bank for a fixed period of time. Bank pays higher interest rate and there are a

range of options for both instalment size and maturity. An amount is deposited in a bank for a

fixed period of time. Bank pays higher interest rate and there are a range of options for both

instalment size and maturity. Maturity period may be 4/7/11 or 14 years.

In BRAC Bank, usually Consumers saving account will be debited whenever its deposited

amount crosses a certain limit and this amount will be transferred to the DPS account. So bank

gives following entry:

Consumer’s Savings Account Debit

Consumer’s DPS Account Credit

Before opening a Deposit Premium Schemes (DPS) Account a Consumer must have” a Savings

account with bank. Than the CONSUMER has to fill up an application form that contains the

following:

Amount in figures

Beneficiary’s name and address

Period

Rate of Interest

Date of Issue

Date of maturity

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Instructions if any.

Maturity Date and Withdrawal of Deposit Premium Scheme (DPS):

The following points are considered regarding maturity period and withdrawal of Deposit

Premium Scheme (DPS) Account:

The DPS Account will be matured after the specified period.

Deposit Premium Scheme can be en-cash before the maturity period, and interest will be

issued.

Interest rate is 8.5% to 9.75% depending on amount and time.

At the maturity period the account holder should come himself and put his specimen

signature of the back of DPS account receipt. Then the banker verifies the signature and

will give him the amount in cash or as required. Deposit Premium Scheme (DPS) offers

loan facilities up to 90% of deposit.

7) Premium Term Deposit:

BRAC Bank Premium Term Deposit is a 5 year term Fixed Deposit. Unlike conventional

Deposits, Premium Term Deposit provides a guaranteed return. Bank pays higher interest rate.

Opening of Premium Term Deposit:

Before opening a Premium Term Deposit a CONSUMER has to fill up an application form that

contains the following:

Amount in figures

Beneficiary’s name and address

Period

Rate of Interest

Date of Issue

Date of Maturity.

Maturity Date and Withdrawal of Premium Term Deposit:

The following points are considered regarding maturity period and withdrawal of Premium Term

Deposit:

The Premium Term Deposit will be matured after 5 years Fixed Term.

Interest rate is 17% per annum.

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Interest Rates of Deposit Account:

Table 1.2: Current interest rates

Types of Account Interest Rate

Savings Bank Account 5.50%

Fixed Deposit Receipt (EQID)

1 Moths up to 3 months

3 Moths up to 6 months

6 Moths up to 1 months

1 year up to 2 years

2 years up to 3 years

7.75%

To

8.50%

Short Term Deposit (STD) 5%

3.1.2 Account Opening Process and Closing by Consumer Service Officer:

Consumer requests opening of account and after completing the form, Consumer Service Officer

scrutinize account opening form and establish account. Then he enters the account details in

numerical control register. Consumer Service Officer Submits forms with all documents to

Operation Manager for Review. Operation Manager rechecks all documents, signs off and

submits to Branch Manager for approval. If in order, Branch Manager approves the file and

return to Operation manager. Manager Operation sends the file to Consumers Service Officer.

CSO then do the photocopy of the form and segregates Specimen Signature Card, Keeps one in

Signature cabinet sends another with photocopy of his account opening form to Consumer

Service Delivery (CSD). CSO enters all account opening form and specimen signature cards in a

log sheet in triplicate daily basis and hands over to Operation Manger Keeping the log and if

satisfied send the account opening from to Consumer Service Delivery to inputs data in

Millennium Banking System (MBS) Client Database and Scanning of the Signature Cards. CSD

receives the account opening form and signature cards and sign of in the duplicate copy of the

log sheet and sends back to branch. Consumers Service Officer files the received copy.

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Closing the Account

Upon the request of a customer, an account can be closed. After receiving an application form

the customer to close an Account, the following procedure is followed by a banker. The

customer should be asked to draw the final cheque for the amount standing to the credit of his a/c

less the amount of closing and other incidental charges and surrender the unused cheque leaves.

The a/c should be debited for the account closing charges.

3.1.3 Clearing and Remittance Department:

The main objective of clearing and remittance is to provide an extra facility to the customers than

cash receipt and cash payment. This department can be divided into two parts as per the type of

responsibilities.

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Clearing and Transfer Delivery:

1. Inward Clearing:

The instruments drawn on BRAC Bank are received from other Banks

in the Clearing House by the representing branch of the Bank.

The amount and number of instruments received are entered in the

House Book from the main schedules of respective banks.

The amount of instruments delivered, received and difference is

written in a slip provided in the Clearing House and the Slip is

returned.

The instruments with schedule are arranged branch wise.

A copy of each schedule is detached.

The amount of each schedule received is entered in the House pages of

the respective branches.

The respective House pages are totaled and the total of each is noted

on a Slip and a grand total is taken out.

The grand total is agreed with the total of the House Book.

The instruments are sent to the respective branches with Slip showing

total amount and number of instruments.

The instruments are sent to the branches concerned for clearance along

with the IBDA with the total amount of the instruments.

The House pages along with the duplicate schedules are filed.

Particulars of the instruments are compared with the schedule and the

Slip and the schedules are detached (Receipt of instruments in the

Branches).

The instruments are sent to the respective departments and the

schedules are filed.

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2. Outward Clearing:

The instruments drawn on other banks are received duly entered in the

Pay-in-Slip or voucher.

The instruments are checked and compared with the particulars noted

in the Pay-in-Slip and its counter folio.

In case an Order instrument is being deposited in second payee's

account, guarantee is obtained from the second payee on the reverse of

the instruments.

In case the payee's name on the specially crossed instrument differs

slightly from that of the depositor, the instrument may be accepted but

only from the customer's well known to the Bank and after obtaining

an Indemnity that is attached to the Pay-in-Slip.

Proper stamp(s) is/ are affixed on the instruments and on Pay-in-Slip

and the counter folio

The instrument is suitably endorsed/ discharged.

The instrument along with the Pay-in-Slip is sent to the In-charge for

checking and signature.

The instrument and Pay-in-Slip are detached from the counter folio

which is handed over to the customer.

The particulars of the instrument and the voucher are entered in the

Outgoing Clearing Register.

Serial number is given on each voucher.

The Register is balanced; the vouchers are separated from the

instruments and released after lodgement to the respective departments

against acknowledgement in the Register.

The instruments are arranged bank-branch-wise.

The Sub-Main-Schedules are prepared in triplicate, two copies of

which are attached with the relative instruments.

The grand total of the schedules is taken and agreed with that of the

Register.

The House Page is prepared in duplicate.

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The BRAC General A/C Clearing House representing branch is

debited with the amount of the instruments and IBDA is sent to that

branch and the party's account is credited.

The instruments with the schedules are sent to the branch representing

to the Clearing House.

The instrument is received in the manner similar to that explained in

foregoing paras (Receipt of instruments by the Branch representing to

the Clearing House).

The instruments with schedules are received from the branches

(Lodgement by the branch representing to Clearing House).

The instruments with schedules are rearranged bank-branch-wise.

The branches are entered in the Outward Clearing Register.

The Main Schedule of each Bank is prepared and total amount of the

respective sub-main-schedules are entered thereon.

The House Page is prepared in duplicate, and total is balanced with

that of the Register.

The instruments with schedules received from the branches are sent to

the Clearing House (Presentation in the Clearing House).

The instruments are delivered to the respective Banks.

3. Inward Transfer Delivery:

For payment of Bills presented to a particular branch of the Bank through another branch of the

Bank, the procedures are the same as those applicable to Inward Clearing. The only exception is

that there are no clearing house formalities. The concerned branches of the Bank directly deal

with Inter-branch clearing.

4. Outward Transfer Delivery:

Outward transfer delivery is used for collecting Bills by a particular branch of the Bank, drawn

on another branch of the Bank. The procedures are the same as those applicable to Outward

Clearing.The only exception is that there are no clearing house formalities. The concerned

branches of the Bank directly deal with Inter-branch clearing.

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Local Remittance:

Sending money from one place to another place for the customer is another important service of

banks. And this service is an important part of country's payment system. For this service,

people, especially businessmen can transfer funds from one place to another place very quickly.

There are five kinds of techniques for remitting money from one place to another place. These

are:

1. Demand Draft

2. Pay Order

3. Telegraphic Transfer

4. Telephone Transfer

5. Mail Transfer - Time consuming and not frequently used

Telegraphic and Telephone transfer are almost the same, both are them are known as TT in short.

BRAC bank helps people transfer their money from one district to another in the quickest

possible time at the lowest service charge.

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Chapter: 4

Internship Experience

I did my three month internship program in BRAC Bank Ltd. During my internship program, I

gained lots of experience about corporate environment. MY internship experience are given

below-

4.1.1 Internship Position, Duties & Responsibilities:

The report has been prepared on the basis of experience gathered during the period of internship.

Within this time of period, I mainly worked with departments namely General Banking and

Accounts department. Bank is not follow any guideline or fixed any responsibilities for

internship student. Mainly I have done many pending works of the account opening section and

account. Besides that I have done different types of tasks in different desks whenever they

assigned me to do.

4.1.1.1 Account Opening Department:

I worked at BRAC Bank, where firstly I have started with the account opening department. Here

I have learned the procedure of opening an account and the documents that are needed for

openinh an accounts & types of accounts dealt by BRAC Bank Limited. My immediate

supervisor tried to give me a brief description of her routine tasks before deploying me to any

specific task. Later on through my personal observation and superior officer’s guidance,

ultimately allow me to understand the purpose of various types of accounts along with their

features which includes, cuurent account (C/A), saving accounts(S/A )etc.

The following activities which had done by me-

Giving the customers the information what type of documents will bee required to open

an account. I used to tell them they need two copies of their photograph and teo copes

photograph of the nominee and the photocopy of the client’s and nominees national ID.

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Correction of uncompleted forms which have detected by internal audit. Like ther were

some forms which were filing up without putting account number, title name, nature of

organization etc. Some form kept without proper address, TIN, National ID card number

and so on. My job was to complete those information from attached required certificates

ar copies.

Making phone calls for collecting necessary photograph, photocopy of trade license,

National ID card ar any other inquiries.

Udes the photocopy and printing machine for reuired purpose.

Finding the DPS and old account opening forms which have closed.

4.2 Critical Observation & Findings of Problem:

BRAC Bank is one of the potential banks in the banking sector. The employees of the bank were

very helpful and nice to me. In spite it was not an easy job to find so many things during the vary

short period of practical orientation program. Now, I would like to presentmy observations and

give, my opinion to improve the banking service and make their customer more satisfied.

I. Lack of dynamic and prompt customer service :

Since a numder of new banks are coming to existence with their extended customer

service pattern in a completely competitive manner. Customer services must be made

dynamic and prompt. Now a day, people have very little time to waste but want fastest

and unique services in short time. Moreover they seek the bank which will provide more

facilities and attractive offer compare to other bank. Therefore BRAC Bank should think

sincerely about the renovation of their custormer service and facilities which will be more

attractive and innovative rather than traditional one.

II. Lack of Proper Division of Labor and man power:

There is lack of division of labor in the branch. Therefore everybody has to handle every

type of banking services. Moreover if one peronnel is absence in a department then extra

burden will fall to another.this decreases the level of performance of the personnel,

though it reduces monotonousness. But lack of division of labor hampers the discipline of

working environment. So customers have to wait for some time for the desired service.

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III. Unsatisfactory software performance:

BRAC Bank use Ultimus saftware for performing their banking activities. But the

software often hanged as because of slower upgrade of data by vender. Therefore it

delays to performing banking activities at time.

IV. No desk and specific task for internee:

BRAC Bank doesn’t arrange any desk and fixed any task for their internee.Therefore they

don’t get any chance to learn banking activities by doing practical task. It is not possible

for any fresh graduate to learn banking activities by getting few lecture form specific

personnel rather if they involve them to some specific activities it would be easy for them

to learn more and fell confident to perform any activities properly. Moreover as they do

not pay any allowance to internee so some time it does not mativated them to persent and

learn eagerly.

4.3 Recommendation:

I. Renovation of customer service:

BRAC Bank should make its service prompt so that people need not give more time in

the banking activities and fell easy to perform all respective activities. Moreover they

have to come up with new facilities and offer which will attract more client and help to

ensure their prmium as well as loyal customer forever. Therefore they have to ensure-

The working process more faster with better computers and operating systems.

Trained, experienced, smart, knowledgeable as well as intellectual personnel to

provide fastest and the best services.

Individual attention can be given to customers in order to better understand the

customer’s needs and better satisfy them.

More ATM booth in merchant location.

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II. Ensure Proper Division of Labor and Man Power:

The human resource departments of BRAC Bank to ensure proper division of labor in

desk for handling the rash of customer in an efficient way. Therefore based on

importance and work load they have to ensure proper division of labor. Moreever by

increasing the numbers of personnel try to maintain the premium banking objective.

III. Should use fastest software:

BRAC Bank should uses more first and modernize software for internal transaction or

entry the information to compete with foreign bank. So I think the new software can help

to perform internal work more easily and swiftly.

IV. Ensure internship desk and specific task:

This branch is renowned for the internship. So bank should provide the internship desk

and some specifi task for gathering some real life experience which they can utilize in

their future job. Moreover small amount of remuneration should provide to internee for

realize their importance as well as motivate to perform the task properly.

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Conclusion:

This practical orientation program, infirst has been arranged for gaining knowledge of practical

banking and to compare this practical with theoretical knowledge. Comparing practical

knowledge with theortical involves identification of weakness in the branch activities and

making recommendations for solving the weakness identified.

Through all departments and sections are tried to cover in which I got the chancetogather

practical experience for the internship program, it is not possible to go the depth of each

activities of branch because of time limitation. However, highest effort has been given to achieve

the objectives the intership program.

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Reference

1. www.bracbank.com

2. http://www.en.wikipedia.org/wiki/customer satisfaction

3. http://www.bracbank.com/Shareholding-Structure.php)

4. www.google.com

5. Annual report of BRAC Bank